1. I have new smartcard - how do I register it?
Simply visit our home page www.metro-smart.org.uk click on “Register your Smartcard” and enter your details. Please make sure that you complete all fields – including all mandatory fields marked *. You must also read and accept the terms and conditions before submitting your registration.
2. How do I buy a ticket online?
Firstly you will need to register your smartcard. Next, check the expiry date on your smartcard to make sure that you have sufficient validity before buying your ticket. Click on “Buy Tickets” and select the ticket that best meets your needs. Proceed to “Secure Checkout” to pay by debit or credit card.
3. How do I collect my ticket?
When you have completed your online ticket purchase you will be sent an email confirmation. This will show the ticket type and the price of your ticket. If you buy your ticket before 5pm it will be available to collect on board the bus the next day, tickets bought after 5pm will be available for collection in 36 hours.
When you board the bus and place your smartcard on the driver’s ticket machine your ticket will be loaded automatically.
4. How will I know my ticket is available for me to collect?
When you have bought your ticket you will be sent an email confirmation. This will show the ticket type, price and when your ticket will be available to collect. Please keep this email as proof of purchase and to help our staff with any queries.
You must collect your ticket on board the bus within 28 days of the date of purchase. If you buy your ticket before 5pm it will be available to collect on board the bus the next day, tickets bought after 5pm will be available for collection within 36 hours.
5. What if I try to load my ticket on the bus and it is not available?
You should allow 36 hours after buying your ticket online to make sure it is available to be collected on board the bus. You can check on your account to see the status of your ticket.
6. Can I buy more than one Solo ticket at a time?
When you buy a ticket in the MetroSmart portal you will need to collect it on the bus before you can buy another ticket online.
7. How do I check my remaining tickets on my smartcard?
“My Tickets” will show the status of your ticket and how many are available.
8. Can I have a refund?
If you have not used your ticket and it is still within six months of the ticket purchase date we will refund a Solo. You must provide your smartcard and the receipt or email confirmation for that ticket.
Unfortunately we cannot refund a daily or weekly Solo ticket if it has already been activated.
We will refund the unused part of a 4-weekly Solo ticket on a pro-rata basis, for any remaining full weeks on the ticket. Please take your smartcard to your nearest Merseytravel Centre to ask for a refund. There will be an admin charge of £5.00 for all refunds.
9. I would like to update my personal details/password, how do I do this?
Click on to see your personal details. You can change your name or address here if you need to. To change your password or email address, click on “Account Details” where you will be asked to enter your current password then select a new password of your choice and click “update”.
10. I have lost my card/it has been stolen?
Your smartcard is an item of value and we recommend that you look after it as if it were cash. If you have pre-registered your card through the website and you lose your card, or it is stolen, you can report this by email to email@example.com. Your card and any active or pending tickets will be hotlisted to prevent unauthorised use. You should then visit your nearest Merseytravel Centre to obtain a replacement smartcard which you can then re-register to make future purchases.
11. My smartcard is not working.
Please make sure that you have a valid ticket for the day and area of travel loaded on to your smartcard. Your receipt should display this information, or if you have purchased online, you can check this in "My Tickets". You can also check the status of your ticket here to make sure that it has not expired.
Please allow up to 36 hours before you collect your ticket. In the unlikely event that your card doesn’t read, but you believe it to be valid, please visit a Merseytravel Centre. You will be asked to show your confirmation email as proof of purchase.
12. My smartcard has expired what must I do?
Smartcards do have an expiry date, check this in the “My Smartcard” section. If you need to replace your smartcard please visit your nearest Merseytravel Centre.